Responsibilities:
- Understand business requirements and propose the technical end to end solution for contact centres. This includes working with relevant IT department such as infrastructure, IT security and network teams to validate the solution proposed before presenting solution to architecture committee for approval.
- Work closely with product owner and project team members (within and beyond the squads) on solutioning/project initiation, implementation and post-implementation support which support phases of SDLC and/or Agile/SCRUM sprints/delivery.
- Maintain and modify the existing Genesys call flow codes, covering Genesys GVP VXML and orchestration ORS SCXML codes, along with the maintenance of the Genesys Agent Desktop application used in the contact centres. This also includes developing and maintaining Genesys middleware code integrating of the contact centre platform to various systems such as CRM, booking system etc.
- Work with Product Owner to prepare / review test scenarios and test cases, support all UAT related activities to verify that the user requirements are met.
- Troubleshoot and resolve all technical challenges as appropriate in a thorough and timely manner - prior to and after systems are on production.
- Demonstrate good grasp of contact centre technology and future trend.
- Any relevant ad-hoc duties.
Requirement:
- Possess a degree in Information Technology or related fields at 4 years of relevant technical experience in contact centre platforms for on-going projects and new digital transformation initiatives.
- In depth knowledge with prior working experience to develop the calls routing flow and interactive voice response (IVR) on various contact centre solutions, e.g. Genesys on prem or any cloud-based contact centre solutions, integrating to Salesforce as CRM platform.
- Strong skills in software development tools and techniques including Java, JavaScript, .Net, Web Services, JSON, SQL, Python or any proprietary software considered by contact centre as service (CCaaS).
- Good understanding on the dependent infrastructure setup required such as voice gateway and SIP trunks to manage various contact centre hotlines with virtual desktop infrastructure setup, aligning to cyber security landscape.
- Prior experience to migrate the on prem contact centre system to cloud-based solution will be an added advantage.
- Experience in various project development lifecycles such as SDLC & Agile/SCRUM delivery.
- Excellent communication skills to articulate solutions to technical and non-technical audience and get buy-in.
- Strong team player with the ability to take ownership and deliver independently.
- Possess initiative, drive and excellent attention to detail.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
